About this role
Key Responsibilities
- Serve as the main point of contact for customer inquiries, concerns, and project status updates under the guidance of the Customer Service Manager
- Provide prompt, professional, and courteous responses to customer questions and concerns
- Assist in resolving customer issues and escalate complex cases to the Customer Service Manager when necessary
- Intake and organize customer orders, working closely with the Customer Service Manager and internal team members
- Enter and manage sales orders in Monday.com, ensuring orders are complete, accurate, and up to date
- Maintain data accuracy across platforms, including QuickBooks Online, Dropbox, and internal file systems
- Support the finance team with invoice generation and order follow-ups
- Provide holiday coverage and occasional ad hoc support in creating and placing inventory orders with suppliers to maintain healthy stock levels, as directed by the Customer Service Manager
- Coordinate with logistics and warehouse teams to keep inventory movement aligned with customer orders
- Assist internal departments by organizing project information and timelines
- Provide general administrative and operational support to the customer service team as needed
Key Requirements
- High school diploma or GED required; degree in Business, Communications, or a related field is a plus
- Experience in customer service, logistics, or distribution, with hands-on involvement in handling customer inquiries, order intake, and follow-ups, is a plus
- Practical experience with sales order entry and data management, including keeping order records accurate, up to date, and consistent across systems
- Exposure to inventory coordination and supplier ordering, with an understanding of how stock levels and warehouse activity affect customer orders
- Good Excel skills (required), with experience in Monday.com (Sales, Inventory, Warehouse, or PO boards) and QuickBooks Online (sales orders and invoicing) strongly preferred
- Working knowledge of SAP is strongly preferred
- Familiarity with Salesforce and Dropbox or similar file management systems is a plus
- Strong attention to detail, with the ability to spot errors, inconsistencies, and missing information in orders and customer records
- Clear verbal and written communication skills, with the ability to respond to customers professionally and courteously and keep internal teams informed
- Ability to manage multiple priorities and meet deadlines in a fast-paced, customer-focused environment
- Demonstrated ability to work collaboratively with internal departments, including finance, logistics, and warehouse teams
- Sound judgment in knowing when to resolve customer issues independently and when to escalate them to the Customer Service Manager
- Ability to work on site in Solon, Ohio, including occasional visits to the warehouse